Digital wallets to overtake debit cards in stores: report

Having already dominated e-commerce transactions, digital wallets are projected to overtake at least one traditional form of payment in stores, according a Thursday report by Worldpay.

By James Pothen • March 27, 2024

E-commerce expectations are high, and well-organized reviews are a must

Consumers consider on-site reviews part of a good experience, while poor customer service can prevent them from returning, a Celigo survey found.

By Bryan Wassel • March 21, 2024

Explore the Trendline➔

Technology

In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.

By CX Dive staff

Afterpay expands merchant partners as it looks past apparel

In addition to Kendra Scott and Diane von Furstenberg, the installment payments provider is bringing on brands like Made In Cookware.

By Tatiana Walk-Morris • March 18, 2024

Can tech perfect the self-checkout experience?

Modern self-checkout technology can create experiences that are convenient, fast and easy — but it can’t fix every problem.

By Bryan Wassel • March 13, 2024

JPMorgan to launch biometric checkout next year

The bank’s payments unit plans to engage in more pilots this year before rolling out the checkout service broadly next year, said Prashant Sharma, JPMorgan’s executive director of biometrics and identity solutions.

By Caitlin Mullen • March 12, 2024

IHG approves slew of hotel digital tipping solutions

The hotel group approved several vendors that allow guests to tip staff digitally in a bid to improve guest and employee satisfaction.

By Noelle Mateer • March 11, 2024

Kroger invests in cross-channel customer experiences

The grocer is planning on piloting drive-thru pickup lanes and tools to help associates more efficiently prepare items for pickup.

By Bryan Wassel • March 8, 2024

Foot Locker touts high NPS scores as sign of turnaround

The retailer credited store associates for its high net promoter scores and shared its plans to better connect its digital and physical experiences.

By Bryan Wassel • March 7, 2024

1 in 3 Sam’s Club members use scan-and-go technology regularly

The club retailer is expanding the digital capability’s reach after customer usage surged last year.

By Peyton Bigora • March 7, 2024

What the Catalyst, Totango merger means for customer success teams

The merger marks a shift in the customer success software market, as the new company pushes to boost post-sale revenue throughout the customer life cycle.

By Kristen Doerer • March 5, 2024

Customers want mobile banking apps to go beyond transactions, Chase study finds

Consumers value the convenience and ease of mobile banking, and many want to use their apps for all their banking needs, Chase Bank found.

By Kristen Doerer • Feb. 29, 2024

Amazon expands smart carts pilot

The tech giant’s smart shopping carts, designed to speed up the checkout process, are now available for use in a California Whole Foods store.

By James Pothen • Feb. 28, 2024

Google Pay app to be retired in US this year

“To simplify the app experience, the U.S. version of the standalone Google Pay app will no longer be available,” the tech giant said in a Thursday blog post.

By James Pothen • Feb. 26, 2024

Are businesses listening to what customers don’t say?

CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.

By Michael Hinshaw • Feb. 22, 2024

Starbucks, Bank of America tie up loyalty programs

Eligible Bank of America card holders can link their Starbucks rewards account to earn 2% cashback on qualifying purchases and one star for every $2 spent at one of the coffee shops. 

By Aneurin Canham-Clyne • Feb. 21, 2024

Self-checkout promises ultimate convenience. Is it doing its job?

The process can make for faster, easier experiences, but it needs regular attention and helpful associates to thrive.

By Bryan Wassel • Feb. 20, 2024

Shop ‘n Save to boost loyalty offerings through new partnership

The independent regional grocer’s latest tie-up with Upside aims to improve customer loyalty through its existing promotion offerings.

By Peyton Bigora • Feb. 15, 2024

Citi moves deeper into e-commerce through digital couponing

The bank recently launched a browser extension that searches for coupons on merchant checkout pages, suggests applicable codes and can activate cash-back offers.

By Suman Bhattacharyya • Feb. 14, 2024

Search refinement tools increase consumer spending, satisfaction

When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.

By Kristen Doerer • Feb. 12, 2024

Wayfair introduces Decorify app to Apple Vision Pro

The company is adding new digital tools for customers in the midst of a turnaround.

By Tatiana Walk-Morris • Feb. 12, 2024

Inside the IRS’ journey to allow taxpayers to file for free

In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.

By Kristen Doerer • Feb. 8, 2024

KFC US launches points-based digital rewards program

Members earn 10 points for every eligible dollar spent online. Points are redeemable for free food in KFC’s Secret Recipe Vault, which rotates rewards.

By Julie Littman • Feb. 8, 2024

Customer service leaders to prioritize customer journey analytics in 2024

As customer journey analytics become more affordable and accessible, more leaders are investing in the service.

By Kristen Doerer • Feb. 7, 2024

McDonald’s invests aggressively in technology

The fast food giant’s three-pronged plan aims to digitally transform customer experience, franchise operations and core systems, President and CEO Chris Kempczinski said Monday.

By Matt Ashare • Feb. 7, 2024

Aldi debuts automated checkout tech at Chicago-area store

The retailer is working with artificial intelligence startup Grabango to offer the service for the first time in the U.S. at a location in the Chicago suburb of Aurora, Illinois.

By Sam Silverstein , Lynne Marek • Feb. 6, 2024